Frequently Asked Questions

Everything you need to know

What are your support hours?

Our support hours are 9am - 5pm ET.

What if I don't need monthly support?

Chances are you probably do need monthly support. If nothing else we're an extra level of assurance to protect your website, but if all you really need is quick help for a single task, posting it on the WordPress Jobs board is a good place to start.

Do you offer web hosting?

Yep! Clients love hosting with us so that they have single point of contact for all their website needs. We offer a comprehensive managed web hosting solution through our parent company, Southern Web. The hosting package is built on top of Amazon Web Services, and is specially curated to include all the products and services that a high-profile brand needs.

Does it matter which webhost I use?

While we offer an excellent managed web hosting option, we are happy to work with whoever you’ve chosen. We work closely with a large number of hosting providers, and have direct access to level 2 support with them as well. If you're self-hosting your website, using a service like Digital Ocean or AWS, or using a provider that blocks the WordPress update process, additional fees may be required depending on your configuration.

Which payment methods do you accept?

We accept all major credit cards including Mastercard, Visa, Discover, and American Express. After signup, cards are auto-charged each month on a recurring basis until you decide to cancel or upgrade your plan. For Partner Plan customers we accept EFT or paper check as well.

What's your refund policy?

We offer a full refund within the first 30 days of purchase of one of our plans. If you're unsatisfied with your service for any reason during your first 30 days with us, we'll give you back 100% of the money you gave us. We don't offer pro-rated refunds after the first 30 days of service.

Where is your team located?

WP Site Care is part of Southern Web, a digital agency based in Atlanta, Georgia. However, we are a distributed team with employees located all over the U.S.

What do I need to give you so you can manage my website?

During the onboarding process we request an Administrative user account for WordPress as well as a login for your web hosting dashboard. With these two pieces of information we can setup routine site management like plugin and theme updates, malware & security scanning, as well as our daily offsite backups. We keep all client passwords stored in a 256-bit AES encrypted vault for ultimate safekeeping.

Can I change my plan after signup?

Of course. You can upgrade or downgrade at any time by contacting a member of our team on this pages.

Am I locked into a contract?

No. We don’t use shady cell phone provider tactics here. We believe in earning your business month after month, and you can cancel your service with us at any time, risk free.

Do you offer an affiliate or reseller program?

We do have a an ambassador program. If you're interested in our Ambassador program, you can apply here. We don't do any white labeling or reselling. We found that those types of arrangements are never as good as getting it directly from the source (us).

Do you offer any SEO services?

We do! However, ongoing search engine optimization and search engine marketing require a significant amount of human time to do correctly, so this is a specialized service and not part of our support plans. Our digital marketing services, including SEO, are offered through our parent company, Southern Web. Learn more about our SEO services.

Do you give any discounts if I want you to manage more than one site?

Yes! We give bulk discounts. Contact us for details. We also work with agencies. Once we know more details about your specific needs, we'll be happy to put together a proposal with some handsome incentives.

Can I transfer one plan between multiple websites?

No. Every domain requires its own Site Care subscription and cannot be shared with other domains that you may own, even if they're on the same hosting account. Buy a support package for every website you own for the ultimate peace of mind!

How many support requests can I submit each month?

You can ask us as many questions as you’d like, and if your request is covered by your site management plan, then we’ll take care of it right away. There’s no limit to the number of tasks we perform as long as it’s covered by your plan. Sometimes we’ll refer you to an article or send you a quick answer of our own. If your support request isn’t covered by your plan, we’ll give you an estimate for completing the work you need done, or can upgrade you to a plan with more services. In short, send us a note whenever you think we can make your life easier.

What happens if a plugin or theme update breaks my site?

The simple answer is that we fix it. We go out of our way to ensure compatibility before we update plugins, themes, or WordPress versions, but sometimes the results of an update are unexpected and things break. In those rare scenarios, we quickly repair the issue and contact the plugin or theme author so they can work on patching the issue.

What happens if a plugin I use is abandoned?

It's always a sad day when a plugin no longer has anyone taking care of it. In those instances we'll help you find a comparable (and better supported) alternative.

What's version control?

Version control is a method we use to take extra special care of any changes that are being made to your website's codebase. We make small, incremental changes that are tracked, documented, and can easily be rolled back if any bugs or issues are encountered after we make changes to your website. You can learn more about version control here.

What if I don't use a child theme?

Child themes are especially important for themes that receive regular updates, like any theme from the WordPress.org theme directory, or premium theme shops.

Whenever a parent theme update is released, it overwrites the entire existing parent theme, so any modifications will be lost. For that reason we always recommend the use of a child theme. In instances when a child theme isn't in use, our development team can provide an estimate to implement a child theme for you.

What is Walkie Talkie?

Walkie Talkie is a WordPress plugin that lives on every customer site. With Walkie Talkie customers can submit requests right from their WordPress dashboard without relying on email. It attaches technical details to your request to help us troubleshoot and debug issues more quickly. It also includes a number of under the hood functions for managing each website more safely and efficiently.

Do you work with agencies?

We work with agencies all the time. While we don't offer white label services, we partner with many agencies to make sure their customers are taken care of once their new project has launched. We like to have a healthy, transparent relationship with customers. If ongoing maintenance work is slowing down delivery of your design or development projects, let us take a load off for you.

Do hack cleanups cost extra?

In the event of a site hack the team at Sucuri will clean the malware from your website and you'll be charged a one-time $100 fee. This is a significant savings compared to paying a la carte for similar services from other providers.

We Love Our Customers

And they love us, too ❤️

Bob Dunn

@bobwp
When people need WordPress support and maintenance, I send them to someone I know and trust. The team at @wpsitecare is my #1 choice.
😘

Jacqueline Carly

@fitarella
Dang. The AMAZING customer Service I get at @wpsitecare is unparalleled. I can’t say enough about them. #happycamper
😃

Allie Lewis

@alewis19
I freakin LOVE @wpsitecare! Ryan was amazing and worked nonstop on fixing issues with my blog. He's the king of fixing #WordpressIssues
😌

Crystal Street

@crystaldstreet
Lovin' the care the @wpsitecare guys are giving one of my clients. Love when a recommendation rocks! Thanks guys!
🤗
Jared Atchison Headshot

I recommend WP Site Care to all my friends and clients. Not only do they provide a great service, but most importantly I trust them and know they will always be there.

Jared Atchison — JaredAtchison.com

Courtney Horan Headshot

WP Site Care went above and beyond any expectations I had. They're incredibly easy to work with, respond in a timely manner, and really take care of their customers!

Courtney Horan — SweetToothSweetLife.com

Jim Tanous Headshot

I didn't have time or skills to keep up with maintenance and security. The WP Site Care team stepped in and has taken excellent care of my needs since. They know what they're doing and my time with them has been virtually perfect.

Jim Tanous — TekRevue.com

Carla Birnberg Headshot

I can get so overwhelmed and confused…having an expert on my "staff" to help me figure things out no matter what happens is a huge peace of mind.

Carla Birnberg — CarlaBirnberg.com

Casey Krasner Headshot

We appreciate working with a team that understands our requests and is able to provide exactly what was agreed on.

Casey Krasner — XYPRO

Work with the best WordPress support team around.